Complaints Procedure

Introduction

Any expression of dissatisfaction about the service you have received from Irwin Mitchell will be considered seriously and we will ensure that we respond promptly to any complaint.

Irwin Mitchell LLP is committed to providing a professional, efficient and courteous service to all our clients. If you feel that we have failed to achieve an acceptable standard of service we want you to tell us. We regard it as an opportunity to monitor and improve our quality of service. We will investigate your concerns objectively and try to generate a positive and speedy solution.

What To Do If You Have A Complaint About The Service We Have Provided

If you are not happy with the reply provided by the person normally dealing with your case you can refer the matter to his/her supervising partner or manager. The name of the supervising partner or manager will also be found on your initial correspondence or, if you do not have this, by contacting our Client Care team on 0121 214 6579.

The supervising partner or manager will consider your complaint and carry out an investigation and will provide a proposed solution within ten business days. If the matter is complex and it takes longer to deal with your complaint, we will contact you within ten business days to give you an approximate timescale of when you can expect a response. If we believe it would be helpful, we may suggest a meeting.

If, following investigation by the supervising partner or manager, you remain dissatisfied with the response then your complaint may be referred to our Client Care team by email, ClientCare@irwinmitchell.com, or by post at 31 Temple Street, Birmingham B2 5DB.

If there are any circumstances which make it difficult for you to make a complaint in writing, please call the Client Care team on 0121 214 6570 who will do all they can to assist you. The Client Care team will ensure that your complaint about the service provided by Irwin Mitchell is carefully examined and resolved as quickly as possible.

Referral To The Legal Ombudsman

If you are not satisfied with the final response of our Client Care team you may refer your complaint to the Legal Ombudsman (LeO). The LeO expects complaints to be made to them within six years from the date of the act/omission about which you are concerned, or three years from when you should have known about the complaint. The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.

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Thomas Eggar is now Irwin Mitchell.
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For more information about the merger, please visit the About Us page.